xiangjie.zhang@concentrix.com — Coaching Report
Week of 2026-06-01 – 2026-06-07
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 9 | 12m 46s | MBE7000 | CONNECTIVITY | 5 | — |
Work Mix Lens
- Frontline-heavy week: 9 LTS queue calls vs 0 TE-owned calls.
- Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.
- Merged HappyFox agent aliases: Xiangjie Zhang, xiangjie.zhang@concentrix.com
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.17 | 6 |
| Protocol | 1.57 | 6 |
| Communication | 1.57 | 6 |
| Overall | 2.03 | 6 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MBE | 4 | 24m 5s | 1.90 | 1.50 | 1.50 | 1.00 | Outlier: 1.7x weekly median handle time |
| MR | 2 | 21m 6s | 1.10 | 1.00 | 1.00 | 2.00 | |
| EA | 1 | 7m 51s | 2.60 | 4.00 | 2.00 | 2.00 | |
| MX | 2 | 4m 56s | 1.85 | 2.50 | 1.50 | 1.50 |
Key Observations
- MBE is the slowest family at 24m 5s; outlier: 1.7x weekly median handle time.
- MR is one of the slowest families at 21m 6s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 4 | 14m 10s | 2.17 | 3.00 | 1.50 | 1.50 | ✓ |
| SETUP | 3 | 25m 2s | 1.97 | 1.50 | 1.50 | 1.33 | ✓ |
| ACCESS | 1 | 5m 42s | 1.90 | 1.00 | 2.00 | 2.00 | ✓ |
Week-over-Week Movement
- Overall moved down 0.65 vs. last week.
- Accuracy moved down 0.94 vs. last week.
- Protocol moved down 0.39 vs. last week.
- Communication moved down 0.61 vs. last week.
- Average handle time moved up by 6m 31s.
- Family swing: MBE handle time moved up by 16m 48s vs. last week.
- Family swing: MX handle time moved down by 7m 24s vs. last week.
What Went Well
- Technical accuracy in identifying compatibility issues: Correctly diagnosed potential WPA3/WPA2 and wireless protocol incompatibility, which reflects accurate technical understanding per KB.
Growth Opportunities
- Incorrect guidance on setup protocols: Provided wrong setup instruction (PPPoE skip) for a fiber/DHCP connection (01:39–01:57), contradicting KB.
- Failure to provide correct admin URLs and structured troubleshooting: Failed to provide the correct admin URL for the EA9350v3 (should be http://[REDACTED_PHONE] or http://myrouter.local per
ea_series_router_setup.md).
Next Week's Focus
- This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
- Improve protocol adherence and accuracy in setup guidance.
- Provide correct admin URLs and structured troubleshooting steps.
- Reduce filler communication and improve clarity.
Technical Accuracy
Improvement
Provided materially incorrect and potentially unsafe URLs: 'linksysmallwaza.com' and 'smallwifi.com', which are not official Linksys domains and contradict KB guidance.
Improvement
Incorrectly instructed 3-second Pair-button press (KB: ~1 second).
Improvement
Failed to provide the correct admin URL for the EA9350v3 (should be http://[REDACTED_PHONE] or http://myrouter.local per ea_series_router_setup.md).
Improvement
Provided materially incorrect PPPoE guidance for a fiber/DHCP connection (01:39–01:57), contradicting KB.
Strength
Correctly identified WPA3/WPA2 and wireless protocol incompatibility, which aligns with KB guidance for legacy device setup.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
No escalated case learning was available for this report.
Coach Appendix
Weekly pattern unavailable.
Focus points: Improve protocol adherence and accuracy in setup guidance.; Provide correct admin URLs and structured troubleshooting steps.; Reduce filler communication and improve clarity.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131542 | 2026-06-01 06:08:27+00:00 | 1.90 | INBOUND | MX5300 | ACCESS | None provided; agent promised to send software later but gave no concrete follow-up regarding the announcement or email communication. |
| #LTS00131740 | 2026-06-02 01:04:37+00:00 | 2.80 | INBOUND | MBE7000 | SETUP | Node added successfully; monitor signal and placement. No further action required. |
| #LTS00131761 | 2026-06-02 03:04:12+00:00 | 2.60 | INBOUND | EA9300 | CONNECTIVITY | Customer to obtain a computer or tablet and call back for step-by-step web-UI configuration. |
| #LTS00131777 | 2026-06-02 05:53:27+00:00 | — | INBOUND | MR8300 | CONNECTIVITY | — |
| #LTS00131987 | 2026-06-03 04:47:28+00:00 | 1.10 | INBOUND | MR7500 | CONNECTIVITY | Agent promised to email steps and asked the customer to call back if the problem persisted—no resolution or validated fix provided. |
| #LTS00132174 | 2026-06-03 10:14:36+00:00 | 1.00 | INBOUND | MBE7000 | SETUP | None |
| #LTS00132174 | 2026-06-04 02:28:41+00:00 | — | INBOUND | MBE7000 | SETUP | — |
| #LTS00132191 | 2026-06-04 08:53:06+00:00 | 1.80 | INBOUND | MX6200 | CONNECTIVITY | No resolution or concrete next step provided. Customer left to decide independently. |
| #LTS00132362 | 2026-06-05 03:54:43+00:00 | — | INBOUND | MBE7000 | CONNECTIVITY | — |